Assistant Store Director - Milan Sant'Andrea

Job description

INTRODUCTION At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today. We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities. JOB PURPOSE Support the Store Director in leading the store to deliver exceptional sales, service, and operational excellence. Act as a role model for Burberry values, coaching and developing the team to provide a world-class client experience while achieving commercial objectives. Deputise for the Store Director as required. RESPONSIBILITIES Leadership & People Development Support the Store Director in inspiring, leading, and developing a diverse team to deliver outstanding results in sales, service, and operational excellence. Act as a day-to-day leader on the shop floor, setting pace and standards for client experience and sales performance. Provide real-time coaching and feedback to team members to build capability and drive continuous improvement. Assist in identifying and nurturing internal talent, supporting succession planning and career progression within the store. Lead onboarding and integration of new team members. Deputise for the Store Director when required, ensuring continuity of leadership and decision-making. Client Experience & Brand Ambassadorship Champion the Burberry Experience on the shop floor, ensuring every client receives a personalised and memorable journey. Manage client flow and floor coverage to maximise service standards and minimise wait times. Partner with the Store Director to deliver training, briefings, and role-plays that reinforce luxury service and clienteling best practices. Build strong relationships with clients and support team members in developing their own client books and loyalty. Ensure that visual merchandising and in-store presentation reflect the brand’s identity and seasonal campaigns impeccably. Commercial Performance & Business Development Support the Store Director in driving sales, profitability, and KPIs to exceed targets. Take ownership of designated product categories or initiatives, analysing performance, identifying opportunities, and implementing actions to maximise results. Collaborate with the Store Director and wider teams on commercial initiatives, events, and clienteling activities. Contribute insights on local market trends and competitor activity to inform business decisions. Operational Excellence Support the Store Director in ensuring all store operations comply with brand policies, procedures, and legal requirements. Oversee daily operational routines including inventory management, loss prevention, and stock integrity. Resolve customer issues effectively and escalate where appropriate. Assist with opening and closing procedures, ensuring security, POS accuracy, and operational readiness. Drive use of digital tools and resources to enhance team communication and client experience. PERSONAL PROFILE Significant experience in a retail management or supervisory role, ideally within luxury fashion or premium retail. Proven ability to coach and develop high-performing teams in a fast-paced environment. Strong understanding of luxury client expectations and the art of clienteling. Commercially aware with the ability to analyse performance and identify growth opportunities. Excellent communication, interpersonal, and problem-solving skills. Ability to act strategically and operationally while role-modelling brand values.